About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

We serve faithfully by doing what's right with a joyful heart.We never settle by constantly striving for better.We are in it together by supporting one another and those we serve.We make an impact by taking initiative and delivering exceptional experience.Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

Immediate eligibility for health and welfare benefits401(k) savings plan with dollar-for-dollar match up to 5%Tuition ReimbursementPTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

Job Summary

Dir Patient Experience and Survey Operations is responsible for planning, developing, and implementing patient experience function for Baylor Scott and White Health (BSWH), which may include patient survey operations, analytics/ reporting, implementation and creation of patient experience best practices, development of new patient processes and technologies, and other patient-centered programs. Develops and implements plans, policies, practices, and programs for enhancing the patient experience for patients and their families who receive health care services in BSWH hospitals, clinics, and ambulatory care facilities. Designs and implements patient survey instruments, rounding forms and processes that collect, analyze, and report patient consumer feedback on all services across the patient care continuum. Develops and publishes data analytics, resources, education, and training to support and achieve the organization’s patient experience objectives. Collaborates with operations, clinical leadership, and other stakeholders to ensure the consistent delivery of positive, patient-centered care that meets BSWH quality and patient experience goals.

Translates and implements strategic plans and objectives for area of responsibility which can include a corporate team or regional experience leaders who have direct facility responsibilities.  Plans and executes projects and initiatives that elevate the patient and/ or care team experience. Plans and directs the operations of a team, with responsibility for staffing, processes, budgets, and costs of the unit. This leader will provide support/ development of their team and ensure consistent implementation of patient-centered care and service delivery standards throughout all hospitals, clinics, and ambulatory care sites. The position reports directly to the VP of Patient Experience.

 

Essential Functions of the Role

·       Directs patient experience programs for BSWH.

·        Recommends and implements strategic and operational plans and priorities for patient-centered models of care aligned to BSWH overall business objectives.

·        Translates corporate vision into actionable priorities for regional directors and facility

·        Ensures that patient-facing technology and supporting content consider key aspects of health literacy, promote facilitated learning, and factor in cultural considerations.

·        Applies informatics knowledge with an understanding of the multiple patient touch points to facilitate the development and implementation of evidence-based healthcare practices.

·        Ensures ongoing accrediting and regulatory compliance in an environment that promotes patient safety and centeredness and optimal inclusion of loved ones as identified and directed by the patient.

·        Ensures access to information and collection and input process for patients and families are in accordance with HIPAA and supported by HIPAA compliance.

·        Directs the vendor relationships for all engagements related to Patient Experience

·        Leads and coordinates training and data access on all survey platforms and technology used by the business unit including reporting.

·        Serves as an RCC facilitator for BSWH

Key Success Factors

·       Masters' or Bachelors plus 3 years of work experience above the minimum qualification 

·       7+ years of experience in patient experience, service excellence, or related area in a

·        healthcare system.

·       3+ years of experience in a leadership role.

·       Clinical experience preferred.

·       Experience leading quality improvement initiatives.

·       Professional certification such as Certified Patient Experience Professional (CPXP)

·        preferred.

·       Knowledge of qualitative and quantitative data analysis and interpretation.

·       Change management and project management skills.

·       Excellent written, verbal, and presentation skills.

Belonging Statement

We believe that all people should feel welcomed, valued and supported.

QUALIFICATIONS

EDUCATION - Bachelor's or 4 years of work experience above the minimum qualificationEXPERIENCE - 5 Years of Experience